Tier 2 Desk Side Support Specialist
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What you'll do
- Provide Tier 2 desk side and remote support for end-user systems, peripherals, and network connectivity.
- Perform software installations, software updates, and hardware troubleshooting in a fast-paced, high-demand environment.
- Diagnose and resolve complex issues involving Windows Operating System, Active Directory, Azure Virtual Desktop (AVD) performance, SCCM client health, BitLocker recovery, Microsoft Intune-managed devices.
- Perform system imaging, patch deployment, and configuration management using SCCM and Microsoft Intune.
- Manage user accounts, permissions, and group policies within Microsoft 365 and Active Directory.
- Collaborate with Tier 3 support and Infrastructure teams on escalated issues and advanced troubleshooting.
- Document and track service tickets, resolutions, and support activities in ServiceNow.
- Maintain and organize project files, reports, and technical documentation in both electronic and manual formats.
- Monitor IT asset inventory and assist with procurement tracking.
- Ensure compliance with IT security policies, standards, and procedures.
- Handle sensitive or classified materials with discretion and accuracy.
- Lift and move equipment weighing 50 pounds or more as needed.
What they're looking for
- U.S. Citizenship with the ability to obtain a High Public Trust clearance.
- Associate's degree in Information Technology, Computer Science, or a related discipline and/or 4+ years of progressively responsible experience in IT support and administrative roles.
- Experience supporting government, business, technical, and IT personnel.
- Proficiency with Microsoft Office Suite, Microsoft SharePoint, Microsoft SCCM, Microsoft Intune, Active Directory
- Familiarity with Apple Mac products, Thin clients, Dell hardware
- Ability to work effectively in a fast-paced support environment while maintaining professionalism and reliability.
Nice to have
- CompTIA Security+
- Microsoft Certified: Endpoint Administrator Associate
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Ignite IT is seeking a Tier 2 Desk Side Support IT Specialist to provide mid-to-senior level technical and administrative support for IT operations in Washington, DC. This position combines hands-on desktop support with administrative coordination to ensure efficient day-to-day IT operations and successful project execution.
The ideal candidate has experience supporting government, business, technical, and IT personnel while providing Tier 2 desk side and remote support in a fast-paced environment. This role requires strong troubleshooting skills, excellent customer service, and the ability to work collaboratively with infrastructure teams to resolve complex technical issues.
Responsibilities
- Provide Tier 2 desk side and remote support for end-user systems, peripherals, and network connectivity.
- Perform software installations, software updates, and hardware troubleshooting in a fast-paced, high-demand environment.
- Diagnose and resolve complex issues involving:
- Windows Operating System
- Active Directory
- Azure Virtual Desktop (AVD) performance
- SCCM client health
- BitLocker recovery
- Microsoft Intune-managed devices
- Perform system imaging, patch deployment, and configuration management using SCCM and Microsoft Intune.
- Manage user accounts, permissions, and group policies within Microsoft 365 and Active Directory.
- Collaborate with Tier 3 support and Infrastructure teams on escalated issues and advanced troubleshooting.
- Document and track service tickets, resolutions, and support activities in ServiceNow.
- Maintain and organize project files, reports, and technical documentation in both electronic and manual formats.
- Monitor IT asset inventory and assist with procurement tracking.
- Ensure compliance with IT security policies, standards, and procedures.
- Handle sensitive or classified materials with discretion and accuracy.
- Lift and move equipment weighing 50 pounds or more as needed.
Requirements
U.S. Citizenship with the ability to obtain a High Public Trust clearance.
Associate's degree in Information Technology, Computer Science, or a related discipline and/or 4+ years of progressively responsible experience in IT support and administrative roles.
Experience supporting government, business, technical, and IT personnel.
Proficiency with:
- Microsoft Office Suite
- Microsoft SharePoint
- Microsoft SCCM
- Microsoft Intune
- Active Directory
Familiarity with:
- Apple Mac products
- Thin clients
- Dell hardware
Ability to work effectively in a fast-paced support environment while maintaining professionalism and reliability.
Preferred Qualifications
- CompTIA Security+
- Microsoft Certified: Endpoint Administrator Associate
Physical Requirements
Candidates must be able to:
- Lift and move equipment weighing 50 pounds or more as required by the position.
Company
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